Customer Success Manager

Job Description

Job Description

The Customer Success Manager (CSM) is responsible for building strong client relationships, driving customer satisfaction, improving retention, and ensuring clients achieve maximum value from the company’s products and services. The CSM serves as a trusted advisor and primary point of contact for assigned customers throughout the customer lifecycle.

 

This role requires strong communication skills, strategic thinking, problem-solving abilities, and a customer-first mindset.

 

Remote hires will be required to travel to our headquarters in Ankeny, IA (company paid) on their first 1-3 days for orientation.

 

Benefits

Our employees enjoy a generous package of benefits that we are thrilled to provide, and feel is part of what makes us different as an employer. We value our team members, and this is one way we can show it.

 

Benefits include:

-PTO, holiday pay and holiday of choice

-401(k) match

-Life insurance

-Short-term disability

-Health, dental and vision insurance

- Maternity/paternity leave

-Health savings account (HSA)

-Flex spending accounts (FSA) – health and dependent

Position Responsibilities may include, but not limited to

• Build and maintain strong, long-term relationships with customers
• Serve as a primary point of contact for assigned accounts
• Conduct operational check-ins, business process reviews, and drive escalated issues to resolution
• Develop a deep understanding of customer goals, challenges, and operational needs

• Monitor customer health metrics and proactively address risks
• Identify opportunities to improve customer satisfaction and retention
• Reduce customer churn through proactive engagement and issue resolution

• Manage implementation of new and incremental services for aligned clients
• Ensure smooth transitions to ongoing support teams
• Help customers understand best practices and operational workflows

• Act as an escalation point for customer concerns and service issues
• Collaborate with internal departments to resolve customer challenges quickly and effectively (i.e. analyze issues, identify root cause, work across teams, provide hands-on-keyboard support as needed, and consult/manage relationship with clients throughout the resolution process)
• Advocate internally for customer needs and process improvements

• Maintain accurate customer records and engagement activity within CRM systems
• Track and report on customer success metrics, risks, and opportunities
• Prepare customer status updates and executive summaries as needed
• Occasional travel may be required for customer meetings or company events

Required Skills and Experience

• Bachelor’s degree (or equivalent experience) in Business, Communications, Healthcare Administration, Marketing, or related field preferred 
• 3+ years’ experience in customer success, account management, client services, or related roles
• Strong relationship-building, communication, and presentation skills
• Excellent organizational and project management abilities
• Ability to manage multiple priorities in a fast-paced environment
• Experience using CRM platforms such as Salesforce, HubSpot, or similar systems
• Strong problem-solving, systems process, business process, and conflict-resolution skills
• Strong skills in strategic thinking, adaptability and resilience
• Data-driven decision making ability

Preferred Skills and Experience

• Experience in healthcare, technology, or service-based industries
• Experience supporting enterprise or high-value clients
• Knowledge of customer success KPIs and retention strategies
• Experience working cross-functionally with sales, operations, and implementation teams

Physical Requirements

• Repetitive motions that include the wrists, hands and/or fingers
• Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods
• Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.